Microsoft Dynamics 365 Customer Experience Analyst : Configure email settings

In Dataverse, email settings play a key role in how organizations manage communication within Dynamics 365 and Power Platform apps. These settings define how users and system mailboxes handle email tracking, synchronization, and message processing. Administrators can configure server-side synchronization to connect Dataverse with Exchange, Outlook, or other supported email servers, ensuring emails, appointments, contacts, and tasks flow seamlessly between systems. Each user or queue has a mailbox record, where incoming and outgoing email settings—such as email server profile, approval status, and delivery method—are defined. Additionally, system-level options control whether emails are automatically tracked, linked to records, or require manual association. Proper configuration of these settings ensures reliable communication, prevents duplicate tracking, and supports scenarios like automated workflows, customer engagement, and service case management within Dynamics 365 applications.

1. Understand the Email Components in Dataverse

Before configuration, it’s important to know the building blocks:

  • Mailbox → Each user or queue has a mailbox record that stores settings for incoming and outgoing emails.
  • Email Server Profile → Defines how Dataverse connects with the mail server (like Exchange Online, Exchange On-Premises, or SMTP/POP3).
  • Server-Side Synchronization → The recommended method for synchronizing emails, appointments, contacts, and tasks between Dataverse and the mail system.
  • Email Tracking Settings → Control how emails are tracked (manually, automatically, or based on folder rules).

2. Set Up the Email Server Profile

1. Go to Power Platform Admin Center → select the environment.

2. Navigate to Settings > Email > Email Server Profiles.

3. Create or edit a profile (e.g., Exchange Online).

  • Provide name, server type, and authentication details.
  • For Exchange Online → simply choose Exchange Online profile type (OAuth is handled automatically).
  • For SMTP/POP3 → enter server names, ports, and authentication method.

 3. Configure User and Queue Mailboxes

Each user or queue (like [support@company.com](mailto:support@company.com)) needs a mailbox record:

1. Go to Advanced Settings > Settings > Email Configuration > Mailboxes.

2. Open the mailbox of the user or queue.

3. Define:

    • Incoming Email → Choose Server-Side Synchronization or Outlook.
    • Outgoing Email → Choose Server-Side Synchronization or Dynamics 365 for Outlook.
    •  Appointments, Contacts, Tasks → Usually set to Server-Side Synchronization.

4. Save and click Approve Email (for users/queues, requires admin approval).

5. Click Test & Enable Mailbox → This runs diagnostics and confirms if synchronization works.

4. Organization-Wide Email Settings

Under Email Configuration Settings, admins can define:

  • Whether to allow users to track emails automatically.
  • Synchronization method defaults.
  • Error handling policies (like retrying failed messages).
  • Folder-level tracking rules (users can set rules in Outlook to auto-track emails into Dataverse).

5. Tracking and Processing Emails

  • Users can track emails manually from Outlook (using the Dynamics 365 App for Outlook) or automatically based on rules.
  • Tracked emails get stored as Email Activity records in Dataverse, linked to relevant entities like Accounts, Contacts, Leads, or Cases.
  • Outgoing emails can be sent directly from Dataverse forms, workflows, or Power Automate flows.

6. Approval and Security

  • Each mailbox needs approval by a system administrator.
  • OAuth is the recommended authentication method for Exchange Online (legacy protocols are being deprecated).
  • For queues, administrators approve and test them to ensure they can send/receive.

7. Best Practices

  •  Always use Server-Side Synchronization for reliability (instead of the legacy Outlook client).
  •  Monitor mailboxes regularly under Email Configuration → look for sync errors.
  •  Use Exchange Online profiles if possible (simplifies setup).
  •  Apply folder-level tracking to reduce noise and avoid over-tracking emails.
  •  For automation (like case creation from emails), ensure the mailbox is linked to a queue.

Summary:

Configuring email in Dataverse means setting up an email server profile, mapping it to user/queue mailboxes, approving and enabling them, and then defining tracking rules. Once done, emails flow seamlessly between Outlook/Exchange and Dynamics 365, supporting sales engagement, case management, and automated processes.

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